“Would have been ideal if description had mentioned the cottage was in the heart of the village because we were woken up each morning at 4.”
30 am due to delivery trucks!
Property required deep clean everywhere, they did fulfil request to clean shower and kitchen floor, but I would have preferred not to have to ask! Reason given was due to being very busy this year!
Bed in main bedroom very comfortable, but as my husband snores I sometimes slept in single and that was very lumpy with protruding springs!
- Shirley, September 2021
Thank you for your feedback following your stay at Mariners Rest. I would first of all apologise that the property did not meet your expectations, although I was surprised as all guests' feedback to date has been extremely positive.
We take guest feedback very seriously as this enables us to continue improving the experience of our guests stay with us.
I will respond to your comments as they appeared in the order of your feedback.
Disturbed sleep - Firstly you state that you were unaware that the cottage was situated in the heart of the village. The fact is it is clearly stated on Sykes website that it is in the heart of Amble
You also mentioned disturbance caused by various delivery vans at around 4.30 am every morning. Northumberland County Council have set delivery restrictions, in that they cannot take place before 6.00 am and these are strictly enforced. I was concerned that this may be a regular occurrence, which is clearly in conflict with the guidelines. I contacted the Trading Standards Department who advised me that no complaints had been made to them in this respect during the period of your stay.
Standard of cleanliness - You stated that the property required a deep clean on your arrival. Understandably you contacted our cleaning contractor and spoke to the Head Housekeeper (the contractor is a Sykes preferred partner) who came to see you immediately to discuss your issues.
Deep cleaning of holiday let properties follows strict guidelines and is carried out under exceptional circumstances. Examples might include, following completion of property improvements or subject to a prolonged period of shutdown such as COVID restrictions. In both examples our property received a deep clean.
The cottage is thoroughly cleaned each time there is a changeover of guests as was the case on the morning of your arrival. The Head Housekeeper does not agree with your claim that a deep clean was necessary. However, as a matter of courtesy she cleaned and scrubbed the downstairs open plan area.
Single bed - The cottage was completely refurbished the year prior to lock down and only became a holiday let in the spring of 2020. All beds were purchased new following the refurbishment. I am surprised that you found this bed to be lumpy and to have protruding springs. Of the three beds in the house, this is the one least used, as guests tend to be either one or two couples. The bed is used occasionally when guests include two children. It certainly does not have any protruding springs.
Property Owner
